p>Customer Accountabilities: • Creates an environment where the team Interacts with Customers in a warm and engaging manner, actively listening, and asking clarifying questions • Contributes to the achievement of business objectives by proactively attracting, acquiring and retaining Customers, advice opportunities and referrals, to increase profitability and enable business growth • Establishes and supports strong partnership between colleagues that handle Customer day to day transactions and platform bankers/and partners for effective referrals • Leads and reinforces Customer service activities; Supporting Customers through challenging times and life events, demonstrating knowledge and financial expertise of products and services to help align the Customer to the best product/service to meet and exceed their needs • Responsible for maintaining optimal colleague scheduling to ensure Customer demands and compliance requirements are met • Acts as an escalation point for Customer problem resolution - identifies how to prevent the problem from happening and educates the Customer • Creates personal experiences by getting to know each Customers needs to help turn their goals into reality • Understands and supports the Banks Customer Service Strategy • Considers the impact of decisions on the well-being of TD, its Customers, and stakeholders • Provides the highest level of Customer service when dealing with internal partners, vendors, and Customers • Proactively adheres to professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements.
Employee/Team Accountabilities:
• Leads and supports a high performing team; provides ongoing feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken • Leads, reinforces, and embeds TDs shared commitments • Contributes to the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner • Ensures colleagues comply with all TDBFG policies, procedures, and guidelines of conduct (regarding Customer interactions, products, and services, etc.) • Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with partners and other teams • Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes • Participates in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives • Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives • Acts as a brand champion for your business area/function and the bank, both internally and/or externally.